Our policy for off the shelf products lasts 14 days, or 14 days from the date of delivery for online sales. If 14 days have gone by since your purchase, unfortunately we cannot offer a refund or exchange.
Once you have requested a refund or exchange you have 14 days to return the product before the refund or exchange is cancelled.
If you require a refund on a bespoke item (optical products) you will be eligible for a refund on the frames but not the lenses, please be in touch and we will help as best as we can.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Unfortunately, we cannot accept returns of:
- Solutions, sprays, and eye drops, even if they remain in the original unopened packaging. Eye vitamins are returnable if unopened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed within 14 days, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Exchanges (if applicable)
We only replace items if they are defective or damaged. Unfortunately we cannot exchange accidental damage. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: 227-229 Old Brompton Road, London, SW50EA, United Kingdom.
To return your product, you should mail your product to: 227-229 Old Brompton Road, London, SW50EA, United Kingdom
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.